Customer Service Manager

SHERI WOODWARD, MSMOB

cell 773-***-**** • *************@*****.***

Summary

Human Resource Manager with a blend of HR operations, business analysis, policy development,

change management and benefits administration. I thrive on applying my expertise to process

improvement issues and systemic issues via change management techniques and the reinforcement

of enterprise-wide policy and communications. Seasoned communicator and rapport-builder

recognized for exceptional composure, integrity, problem solving and for the ability to inject calm

decision-making and employee engagement into high-energy, emotive situations. PHR certified 2010-

2013.

Process Improvement Tech Savvy

Financial Reporting MS Office Advanced Proficiency

Organized, Results Driven Employee Engagement

Experience

MIDWEST DIRECT MAILERS, Bridgeview, IL [Company Closed June 2014] Feb 2013 to

Jun 2014

A $15 million, non-union print manufacturer with products serving the direct mail industry.

HR Manager

Lead all facets of the human resource function for 300 plant and office employees in 4 states, across

three shifts and two locations. Responsible for employee relations, policy implementation, benefits,

terminations, FMLA, safety, OSHA compliance, communications, workers compensation,

unemployment challenges and improvements that brought value in time and dollar savings aligned

with the company’s goals. Supervised 3 office support specialists.

• In response to business changes, updated the company’s paid time off policy to adjust time-off

earned and paid at termination. Created communications, updated employee manual and

managed the change with vendor;

• Worked closely with office and plant supervision to manage employees to performance

standards determined during annual goal setting, including performance promotions,

development plans and termination meetings;

• Provided balanced advice and counsel to managers and supervisors regarding organizational

changes, discrimination and misconduct situations to ensure that policies and procedures were

interpreted and administered fairly, consistently and within legal boundaries;

• Audited vacation policy adherence, identifying programming inconsistencies that incorrectly

increased vacation allotments. Held vendor accountable and tested programming changes that

would fix accruals, reducing incorrect paid time off balances by 42%;

• Challenged frivolous workers compensation claims with documentation for which 2 cases out of

5 were dismissed;

• Managed payroll system transition, quickly gathering data for a seamless change with just 2

weeks’ notice;

• Created the company’s lockout/tagout program and training, working with plant mechanics and

management;

• Reduced OSHA fines 60% by forging relationships with OSHA auditors and using the OSHA

informal challenge process;

• Implemented the “Doing It Right” program, reinforcing safe work habits and other appropriate

behaviors by identifying employees in the act of “Doing It Right” and presenting the employee

with a cash card;

• Prepared weekly payroll using 2 different systems in support of the company’s decision to

pursue Workers Compensation savings inherent in a leasing relationship. Promoted to benefits

project work and company-wide change management work that supported the company’s vision

and profitability.

NAVISTAR, Lisle, IL and CAREER EDUCATION CORPORATION, Schaumburg, IL

2012-2013

Talent Acquisition Specialist (Contracted)

Provided on-boarding support for 25+ recruiters in high volume environments.

ALLSTATE, Chicago, IL

2010-2011

Office Administrator and Sales

COMED, Oak Brook, IL [Union workplace]

2006-2009

A $5 billion energy delivery company serving 70% of Illinois.

Senior Business Analyst

As a contract employee, interfaced daily with IT staff during testing of Customer Information System

billing enhancements and regulatory tariff changes. Advanced to supervision of testers and

documentation management.

SHERI WOODWARD, MSMOB – PAGE 2

Senior Business Analyst

Once hired, provided reporting as a member of the Corporate Financial Operations group. Transitioned

to project management of bill print and correspondence as the single point of contact for ComEd,

managing multiple vendors.

• Identified $100,000 in savings through an analysis of ICC regulations. Created a new

communication process that eliminated a separate “Welcome” mailing;

• Managed a vendor to retirement by identifying and tracking invoice discrepancies and service

quality issues. Subsequently engaged Supply and Legal departments, correcting over-billings in

the amount of $47,000;

• Gathered business requirements for ongoing changes to customer correspondence, interviewing

SME’s and managing the programming changes with vendor.

CHICAGO MEAT AUTHORITY, Chicago, IL [Union workplace]

2005-2006

A $50 million further processor of beef and pork products.

Director, HR and OD

Managed HR and OD activities within a hard-to-hire industry, including executive and operations full

lifecycle recruiting. Additionally provided expertise in employee relations, performance management,

safety training design and delivery, progressive discipline consultation, benefits administration, FLSA,

FMLA, ADA, EEOC and unemployment challenges. Supervised an HR Generalist.

• Developed a recruiting strategy that targeted channels for new recruits. Managed job postings,

the interview process, college career fairs and hiring assessments for Sales, IT, HR and

Administrative positions. Hired 6 employees to this staff of 35;

• Managed a team review and transition to a new 401k provider. Reduced fees by 49% over 5

years;

• Solved the company’s inability to pass EOY 401k discrimination testing by promoting the plan’s

before-tax value to plant and office employees using group and individual communications.

Managed enrollment events and succeeded in making 2005 the first year that highly

compensated employees did not receive 401k refunds;

• Implemented an on-boarding process to expedite new employee assimilation. Created 30-day

“Buddy” program with intranet-based feedback tool;

• Created “Office Olympics”, a no-cost, on-site team building series that encouraged bonding

between employees;

• As safety committee lead, interfaced daily and weekly with QC group to ensure HACCP

standards were in force;

• Updated HR policy and employee manual to comply with current state and federal standards.

Implemented a new process that prohibited non-eligible employees from being approved for

FMLA leave.

EXELON, Oak Brook, IL [Union workplace]

1998-2003

A $24.9 billion energy corporation with subsidiaries BGE, ComEd and PECO.

Marketing Product Manager

2000-2003

Managed program and exit for ComEd’s Student Power 2000 [SP2000] and ComEd Commitment [CC]

programs. Transitioned to Energy Insights Online [EIO] program manager, growing EIO sales 200%.

• Negotiated $80,000 in CC annual vendor program savings;

• Reduced SP2000 annual operating expenses by 17%, with no loss in program quality.

Training Project Manager

1998-2000

Created development plan and training facility that tied CSR [Customer Service Representative]

performance to corporate goals. Gained buy-in from key stakeholders by presenting results of needs

assessment and gap analysis.

• Employee quality reviews show a 10-20% improvement in employee communication skills;

• Developed a skills improvement plan for over 250 CSRs that is still in place today.

Technical Skills

PeopleSoft RedCarpet MS Office-Advanced Proficiency ADP Payroll

& Reporting

iCIMS OpenHire Paychex Payroll and Reporting SharePoint

Other payroll systems: CBiZ, Paylocity, EZ-WebAdvantage, ADP

SalesForce.com

Professional Development

PHR Certified, 2010-2013. Re-certifying.

Six Sigma Green Belt trained, 2005. PMP trained, 2005.

Fundamentals of Human Resource Management Certificate, DePaul University,

2005.

Education

Masters, Organizational Development, Benedictine University

Bachelors, Organizational Behavior, Elmhurst College

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